Cloud Call Centers

Hosted Contact Centers Provide Real-time Business Intelligence

Imagine a call center solution that provides your contact center managers with more control and deeper insight into your operations. Evolve IP’s cloud based Call Center provides incredible control and benefits to your business that can’t be achieved with cumbersome on-site equipment and systems.

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“Immediately after launching our new call center we uncovered calling trends that made us consider changing the call centers hours of operation. Within days of the implementation we experienced a significant increase in call volume due to a very successful concert launch. Our new call center system allowed us to dynamically adjust the capacities and call handling parameters of the system, allowing us to better serve our customers. The implementation was very smooth, our team loves the new system, and it’s nice to finally see them really happy.”

– Daniel L. Spees Director, ISS,
Chicago Symphony Orchestra

“Immediately after launching our new call center we uncovered calling trends that made us consider changing the call centers hours of operation. Within days of the implementation we experienced a significant increase in call volume due to a very successful concert launch. Our new call center system allowed us to dynamically adjust the capacities and call handling parameters of the system, allowing us to better serve our customers. The implementation was very smooth, our team loves the new system, and it’s nice to finally see them really happy.”

– Daniel L. Spees Director, ISS,
Chicago Symphony Orchestra

Unparalleled Control & Visibility

Managers also experience unparalleled control and visibility into their virtual call center eco system through Evolve IP’s reporting, call recording and exclusive Dashboard and OSSmosis administrator portal tools.

And for multi-location call centers, including those with agents working from home, your call center’s unique business requirements maximize the intrinsic value of the cloud. By establishing a single, cloud-based call center you can easily streamline operations and maximize staffing.

  • With Evolve IP’s hosted Call Center solution, agents and front-line supervisors have all the features that make their jobs easier and make them more efficient.
  • Managers gain all the primary benefits of Evolve IP’s award-winning cloud solution – lower TCO, predictable monthly costs, no upgrades or maintenance fees, immediate access to new features, scalability and more.

Features

[TS-VCSC-Icon-Box-Tiny title=”Centralized Management” font_title_family=”Default:regular” title_size=”20″ title_align=”left” font_content_family=”Default:regular” font_size=”15″ line_height=”20″ read_more_link=”button” read_more_txt=”Read More >>” font_button_family=”Default:regular” read_more_url=”https://www.evolveip.net/call-centers/centralized-management” read_more_type=”flat” read_more_align=”left” icon=”ts-awesome-users” icon_color=”#f47920″]Call Center Management needs information at their fingertips to make vital decisions about queuing, overflows and call routing.[/TS-VCSC-Icon-Box-Tiny]
[TS-VCSC-Icon-Box-Tiny title=”Reporting” font_title_family=”Default:regular” title_size=”20″ title_align=”left” font_content_family=”Default:regular” font_size=”15″ line_height=”20″ read_more_link=”button” read_more_txt=”Read More >>” font_button_family=”Default:regular” read_more_url=”https://www.evolveip.net/call-centers/reporting” read_more_type=”flat” read_more_align=”left” icon=”ts-awesome-area-chart” icon_color=”#f47920″]Reporting is vital to ensure adherence, compliance and service levels within any call center.[/TS-VCSC-Icon-Box-Tiny]
[TS-VCSC-Icon-Box-Tiny title=”Control & Extensibility” font_title_family=”Default:regular” title_size=”20″ title_align=”left” font_content_family=”Default:regular” font_size=”15″ line_height=”20″ read_more_link=”button” read_more_txt=”Read More >>” font_button_family=”Default:regular” read_more_url=”https://www.evolveip.net/call-centers/control-extensibility” read_more_type=”flat” read_more_align=”left” icon=”ts-awesome-sliders” icon_color=”#f47920″]The Evolved Call Center is supported by standards-based, open APIs enabling businesses to easily integrate the solution into internally developed or third party applications.[/TS-VCSC-Icon-Box-Tiny]
[TS-VCSC-Icon-Box-Tiny title=”Implementation & Training” font_title_family=”Default:regular” title_size=”20″ title_align=”left” font_content_family=”Default:regular” font_size=”15″ line_height=”20″ read_more_link=”button” read_more_txt=”Read More >>” font_button_family=”Default:regular” read_more_url=”https://www.evolveip.net/call-centers/implementation-training” read_more_type=”flat” read_more_align=”left” icon=”ts-awesome-cogs” icon_color=”#f47920″]New tools, systems and software could be overwhelming, but Evolve IP’s customer-focused implementation is done in parallel with your existing system.[/TS-VCSC-Icon-Box-Tiny]
[TS-VCSC-Icon-Box-Tiny title=”Multi-Channel Contact Center” font_title_family=”Default:regular” title_size=”20″ title_align=”left” font_content_family=”Default:regular” font_size=”15″ line_height=”20″ read_more_link=”button” read_more_txt=”Read More >>” font_button_family=”Default:regular” read_more_url=”https://www.evolveip.net/call-centers/multi-channel-contact-center” read_more_type=”flat” read_more_align=”left” icon_replace=”true” icon_image=”9823″]The Evolve IP Multi-Channel solution integrates the Evolve IP call center with your CRM /support system providing unique advantages for your business that proprietary multichannel solutions cannot.[/TS-VCSC-Icon-Box-Tiny]
[TS-VCSC-Icon-Box-Tiny title=”Call Recording” font_title_family=”Default:regular” title_size=”20″ title_align=”left” font_content_family=”Default:regular” font_size=”15″ line_height=”20″ read_more_link=”button” read_more_txt=”Read More >>” font_button_family=”Default:regular” read_more_url=”https://www.evolveip.net/phone-systems/call-recording” read_more_type=”flat” read_more_align=”left” icon=”ts-awesome-microphone” icon_color=”#f47920″]Evolve IP’s Call Recording product provides organizations and contact centers of all sizes with access to a broad range of features, with increased scalability and flexibility delivered in an economical cloud-services model.[/TS-VCSC-Icon-Box-Tiny]
[TS-VCSC-Icon-Box-Tiny title=”Quality Management” font_title_family=”Default:regular” title_size=”20″ title_align=”left” font_content_family=”Default:regular” font_size=”15″ line_height=”20″ read_more_link=”button” read_more_txt=”Read More >>” font_button_family=”Default:regular” read_more_url=”https://www.evolveip.net/call-centers/quality-management” read_more_type=”flat” read_more_align=”left” icon=”ts-awesome-check-square-o” icon_color=”#f47920″]Like every call center, you rely heavily on your most important asset: your agents. The agent is the “face” of the organization to the caller and directly impacts their satisfaction with your company.[/TS-VCSC-Icon-Box-Tiny]
[TS-VCSC-Icon-Box-Tiny title=”Queue Callback” font_title_family=”Default:regular” title_size=”20″ title_align=”left” font_content_family=”Default:regular” font_size=”15″ line_height=”20″ read_more_link=”button” read_more_txt=”Read More >>” font_button_family=”Default:regular” read_more_url=”https://www.evolveip.net/call-centers/evolved-queue-callback” read_more_type=”flat” read_more_align=”left” icon=”ts-awesome-clock-o” icon_color=”#f47920″ el_file1=””]Queue Callback enables you to optimize your customer experience by offering callers the ability to request a callback based on your call center conditions.[/TS-VCSC-Icon-Box-Tiny]
ACD Routing Policies Basic Standard Premium
Hunt Algorithms – Uniform, Circular, Regular, Simultaneous, Weighted
Escape out of Queue option
Distinctive Ringing – Ability to have a specific ring per queue
Overflow Treatment – Based on Queue Size and/or Wait Time
Bounced Treatment – When an available Agent doesn’t answer   Enhanced
Stranded Treatment – When no Agents are signed in   Enhanced
Force Agent Unavailable – Triggered by bounced calls    
DNIS Routing – Ability to have multiple DNISs pointed to a single queue    
Advanced ACD Routing Policies Basic Standard Premium
Skills-Based Routing – Routing calls to agents based on their skill level    
Priority Queuing – Based on precedence or longest wait time    
Night Service – Business and after hours call treatment    
Holiday Service – Calendar based call treatment    
Forced Forwarding – Alternate routing for new incoming calls    
Preserve wait time after forwarding    
DNIS based priority settings and routing policies    
Outbound Dialing by Queue – Agent selects Caller ID    
Greetings and Announcements Basic Standard Premium
Customizable Greetings/Messages
Entrance (including Mandatory playback option)
Comfort Message
Music on Hold
Chained Greetings/Messages/Music on Hold – Up to 4
Estimated Wait Time or Position In Queue
Comfort Message Bypass    
Queue Announcement via Agent Whisper    
DNIS based Greetings and Announcements    
Agent and Supervisor Features Basic Standard Premium
Web-based service controls
Set ACD State      
   – Join Call Center: Activates agent in the Call Center
   – Set Call State: Sign-in, sign-out, available, unavailable, wrap-up  
Web-Based and Desktop client for call management (Agent and Supervisor)   Add-on Add-on
Auto-answer incoming calls    
Automatically set post call agent ACD state    
Unavailable Codes (Client required)    
Disposition Codes (Client required)    
Queue notification (Web Client)    
Reporting Basic Standard Premium
Scheduled Call Center reporting  
Real Time reporting from Supervisor Client  
Scalability and Capacity Basic Standard Premium
Maximum number of queued calls per CC 25 50 525

Benefits

Lower TCO: Significantly reduce traditional telecom expenses and maintenance costs while eliminating CAPEX for new equipment and software.

Maximize Staffing: Streamline operations into a single resource pool across multiple locations.

Flexible: Distribute call center resources simply and effectively whether in the office, on the road, or working from home.

Scalable: Increase and decrease costs with seasonality and growth. Support unexpected peaks with limitless call capacity.

Disaster Recovery: Queue calls in the cloud regardless of conditions at any site with built-in contingency routing.

Secure: Take advantage of a private and secure cloud-based offering from a PCI and SOC I/II/ III certified organization.

Broad Range of Features: Gain access to advanced messaging, routing, reporting and desktop management features regardless of budgetary constraints.

Setup Options: Use (and pay for) only the features you need while providing agents a familiar interface – PC, handset, or both.

Centralized Management: Manage queue activity, monitor calls and reroute them with a click of the mouse or from your Smartphone/Tablet. More information…

Reporting: Review performance in real time with adhoc reporting or through automated email delivery. More information…

Recording: Retrieve and playback recorded calls, tag calls for quality management and listen to calls live.

Control: Provide supervisors with unmatched control over agent productivity and allow administrators point-and-click configuration through the award winning OSSmosis Portal. More information…

Extensible: Prebuilt integrations into popular CRM and messaging platforms. Simple application integration through standards-based APIs. More information…

WHAT MAKES EVOLVE IP BETTER?

Evolve IP is The Cloud Strategy Company™. Designed from the beginning to provide organizations with a unified option for cloud services, Evolve IP enables decision makers to migrate all or select IT technologies to its award-winning cloud platform. Evolve IP’s combination of security, stability, scalability and lower total cost of ownership is fundamentally superior to outdated legacy systems and other cloud offerings. Today, over 100,000 customers across the globe depend daily on Evolve IP for cloud services like virtual servers, virtual desktops, disaster recovery, unified communications, contact centers, and more.

“For the price we were paying for an outdated PBX system, Evolve IP gave us an enterprise-class hosted PBX with the security and scalability we need to support our aggressive growth.”

J. Bart McCollum | AmeriFlex

“The Evolved Call Center has given us maximum visibility, flexibility, and productivity in our daily call center operations.”

Shannon McCain | Apple Vacations

“Replaced our old PBX with a hosted VoIP phone system. Implementation has gone smoothly for the most part and my users are satisfied.”

Austin Hock | Clear Sound Communications

“During one of the recent storms we lost connectivity in a key location, immediately the phones started ringing in the backup site. You can’t quantify the value Evolve IP’s services brought to our organization”

Jeannine Delivron | Apria HealthCare

“During Snowmageddon on the east coast my Customer Service employees were able to work remotely with full desktop and call center functionality thanks to EvolveIP's DaaS and UC-one mobile app”

Kevin Disch | Biotelemetry

 

Evolve IP is proud to be recognized by leading media sources and industry experts. This recognition is a product of the hard work that every Evolve IP associate puts forth on a daily basis in order to deliver our customers and partners the best cloud services in the industry. In our quest for excellence, such recognition is both humbling and extremely gratifying.

Inc. 5000 Award